ANNUAL SERVICE REPORT - Breckland Council

BRECKLAND LEISURE CENTRE & WATERWORLD
CROXTON ROAD | THETFORD
NORFOLK | IP24 1JD
(T) 01842 753110
DEREHAM LEISURE CENTRE
STATION ROAD | DEREHAM
NORFOLK | NR19 1DF
(T) 01362 693419
BRECKLAND LEISURE CENTRE & WATERWORLD
& DEREHAM LEISURE CENTRE
ANNUAL SERVICE REPORT
PREPARED BY PARKWOOD LEISURE
YEAR 2 OF FULL SERVICES PERIOD 1ST APRIL 2008 - 31ST MARCH 2009
Working in
Partnership

TABLE OF CONTENTS
1 Introduction
2 Executive Summary
3 Availability Service Requirements (Part 2B requirements)
3.1 Opening Hours
3.2 Activity Programming
3.3 Pricing
3.4 Health & Safety
3.5 Equipment
4 Monthly Performance Requirements (Part 2C requirements)
4.1 Cleaning
4.2 Customer Care
5 Annual Performance Requirements (Part 2D requirements)
5.1 Quest
5.2 Participation
5.3 Sports Development
5.4 Membership Maps
5.5 Benchmark
Page 3
Page 4
Page 5
Page 5
Page 6
Page 6
Page 7
Page 8
Page 9
Page 9
Page 9
Page 12
Page 12
Page 12
Page 17
Page 17
Page 19
INTRODUCTION
The annual service report will provide information on the two leisure centres operated by
Parkwood Leisure within the Breckland Contract. For background the full services period
commenced on 23rd February 2007 for the Breckland Leisure Centre and Waterworld and the
20th April 2007 for the Dereham Leisure Centre.
BRECKLAND LEISURE CENTRE AND WATERWORLD
25 metre by 13 metre shallow deck level swimming pool
10 metre by 7.5 metre shallow deck level teaching pool with graduated entry
25 metre by 10 metre leisure pool with wave machine, water cannons, water mushroom,
rapids, beach geyser and a relaxing spa pool
32 metre flume
4 court sports hall (4 badminton courts, 1 5-a-side football, 1 basketball court, netball,
trampolines)
4 Squash courts
Dance Studio
Fully licensed bar and café
3 junior/senior grass pitches
3 artificial turf pitchers
55 stationed fitness studio/weight training room
6 rink indoor bowls hall
DEREHAM LEISURE CENTRE
25 metre by 13 metre shallow deck level swimming pool
10 metre by 13 metre teaching pool with graduated depth
4 court sports hall (4 badminton Courts, 1 basketball court, 1 volleyball, 1 5-a-side football,
2 cricket nets, short tennis table, 2 trampolines and gymnastics)
Dance Studio
Fully licensed bar and café
55 stationed fitness studio
4 rink indoor bowls hall
Breckland Leisure Centre & Waterworld
Dereham Leisure Centre
2 3

2.0 EXECUTIVE SUMMARY
This report covers the annual service period from 1st April 2008 - 31st March 2009.
This second year of full service operation has built on the success reported in the last annual
report and has continued to show increased usage within a successful partnership between
Breckland Council and Parkwood Leisure.
Throughout the second year of full service operation there have been many highlights for the
Breckland Contract, which include:
Both Leisure Centres have passed the industry quality assurance scheme "Quest".
The assessment took place in April 2008. Dereham achieved a very commendable 72% and
Breckland Leisure Centre achieved a good score of 68%. In order to continually monitor the
success of the centres the awarding body carry out mystery visits. Dereham Leisure Centre
had its mystery visit in November 2008, which maintained the commendable score of 71%.
Breckland Leisure Centres mystery visit will be sometime soon.
Usage for 2008/09 compared from 2006/07 at Breckland Leisure Centre and Waterworld has
increased by 20,917.
Usage for 2008/09 compared from 2006/07 at Dereham Leisure Centre has increased
by 124,492.
Combined usage for the two facilities has increased by 145,409.
Dereham Leisure Centre and Breckland Leisure Centre have had an initial audit against
compliance with the ISO 14001 environmental management standard. The results confirmed
compliance to the standard. Internal assessments are carried out throughout the year.
Dereham Leisure Centre underwent an external audit on 29th January 2009 to assess our
compliance to the ISO 14001 standards. We are happy to confirm Dereham passed the audit.
The Norfolk music works held a sporting and cultural evening at the Dereham Leisure Centre
to interlink, music and sport. This proved a very successful event generating wide media
coverage.
The success of the Aquazone swimming programme has resulted in additional classes being
added to the programme at both Dereham and Breckland with the introduction of a
fifty-week programme. Dereham Leisure Centre has increased participation by 66% and
Breckland Leisure Centre & Waterworld by 51%.
New Centre Manager Lee Holden started in September 2008 at Breckland Leisure Centre
and Waterworld.
During the service period the centres have been working towards exceeding their second
years objectives from the six key user groups, which are as follows.
11-19 year olds, Ethnic Groups, 60+ years old, 60+ with a disability, Under 60 with a
disability, Social Groups 6 & 7.
The Breckland Leisure Card is still increasing awareness and availability of concessions to
these key target groups. The centres have all launched many new initiatives or expanded
current programmes to encourage participation.
3.0 AVAILABILITY SERVICE REQUIREMENTS
(PART 2B REQUIREMENTS)
3.1 OPENING HOURS
3.1.1 During the service period we have had (ten) unavailability failures resulting in closure of
facilities these were as followed:
Dereham – Chemical dosing issue 19th and 23rd May 2008
Dereham – Low level of water in main swimming pool 29th June 2008
Dereham – Bowls Hall low room temperature levels 6th & 7th January 2009
Dereham – Main pool closed due to heating pump failure on 30th March 2009
Breckland – Chemical dosing issue October 5th and 20th 2008
Breckland – Leisure Pool, small and main swimming pools closed 18th December 2008
Breckland – Centre 45 minutes late in opening 18th March 2009
3.1.2 We are currently running the facilities in excess of the contracted opening hours,
however the programmes and opening hours are currently under review.
BRECKLAND LEISURE DEDUCTION ANALYSIS - All relate to unavailable
MONTH
INCURRED
April 2008
May 2008
June 2008
July 2008
Aug 2008
Sept 2008
Oct 2008
Nov 2008
Dec 2008
Jan 2009
Feb 2009
March 2009
DEREHAM
UNAVAILABILITY
74.62
205.21
35.17
27.98
BRECKLAND
UNAVAILABILITY
138.23
508.69
65.77
4 5

3.2 ACTIVITY PROGRAMMING
3.2.1 Parkwood Leisure is committed to offering a wide and varied programme to ensure the
commercial and social objectives of the contract are met. The programme operates to
maximise the facilities available by offering flexible, imaginative and a varied programme to
suit all sections of the community.
Example of programming initiatives can be seen with:
Promoting Party Mania – holding regular children birthday parties
Camp Adventure – Re branding the programme
Increase number of spin and circuit classes due to demand.
Ballroom Dancing
New Body Pump, Combat and Attack in the New Year of 2009
Junior football sessions held at Dereham after school.
3.3 PRICING
3.3.1 Parkwood Leisure operates the Leisure Card in partnership with Breckland Council, and
offers concessionary opportunities to target groups.
3.3.2 An annual review is conducted to ensure the pricing policy meets Breckland Council’s
obligations.
3.3.3 Parkwood Leisure works very closely with Breckland Council targeting the disadvantaged
groups through concessionary pricing that will allow customers discounted activity fees on:
Public swimming
Activities held within the Sports Hall
Group exercise classes
3.4 HEALTH & SAFETY MANAGEMENT
3.4.1 Parkwood Leisure continues to report monthly on all matters relating to health and safety.
3.4.2 Two representatives from the Contract have attended and passed the centrally organised
health and safety training course provided by Parkwood Leisure, to ensure that the required
level of competence exists. This course will provide the staff members with a certificate in
Health and Safety Management and allow them to become competent persons on the contract.
In addition to this the six monthly internal audits are completed, and respective action plans
developed which are reviewed at the six monthly health & safety committee meetings.
3.4.3 RIDDOR accidents are the key measure of the acceptable standards of the health and
safety performance of the site. In order to benchmark the Breckland Contracts, RIDDORS have
been compared to the company average. As all sites are different, the company utilises a KPI
of number of accidents per £1M of operating turnover. The Breckland facilities have performed
below the company average, which demonstrates a satisfactory performance.
6.00
5.00
4.00
3.00
2.00
1.00
0.00
Dereham 07 Thetford 07 Derham 08 Thetford 08
RIDDORS Company Average 2007 Company Average 2008
3.3.4 Parkwood Leisure offers the use of discount vouchers to encourage usage from key
target groups, these have included:
50 pence swim vouchers
Free swims during summer and winter months
Discounted membership offers
6 7

3.4.3 The details of the RIDDOR accidents and the respective outcomes are detailed below:
Centre Date Incident RIDDOR REF Outcome
Dereham
Breckland
Breckland
Breckland
Breckland
3.5 EQUIPMENT
Sept
2008
June
2008
July
2008
Oct
2008
Oct
2008
Heather Hudson, fainted and hit her
head in the centre, she was taken
to hospital as a precaution due to
her age and head injury.
A member of staff dislocated her
shoulders whilst exiting the main
swimming pool during a training
exercise. She is prone to
dislocations and a risk assessment
has been drawn up to assess any
further risks to her.
A young child spilt a hot cup of tea
over her arm while her parents were
supervising her. She was taken to
hospital due to her age.
Doreen Sait fell off the treadmill
while exercising due to her towel
falling off the rails. She broke a
bone and was taken to hospital.
Patrick Gregory sustained a broken
arm during a Ishin Ryu Jujitsu.
Trevor Steward head coach dealt
with the incident.
02274949 She was given
the all clear and
sent home.
20067202 Risk assessment
completed on
the staff
member to
reduce number
of potential
dislocations.
02208013 Child was OK
and parents sent
in a thank you
letter to all
staff who
helped.
02319833
We took her to
hospital and she
had to stay in
due to breaking
bones. Sent in a
lovely thank you
letter to all staff
that helped her.
02316680 Taken to Hospital
and confirmed a
broken arm.
3.5.1 Throughout the period Parkwood Leisure has ensured that the required equipment as
identified on the relevant zone data sheets has been in place. Throughout the period the
equipment and building lifecycle fund has been utilised to replace equipment where required.
Both contracts work to the submitted PPM schedule and 5 year maintenance plan to
maintain the building to the required operational standard.
4.0 MONTHLY PERFORMANCE REQUIREMENTS
(PART 2C REQUIREMENTS)
4.1 CLEANING
4.1.1 Daily monitoring of all areas is carried out, for conformance to cleaning standards.
The 2008 customer satisfaction survey shows satisfaction rating of 84.62% at Dereham and
87.57% at Breckland.
4.2 CUSTOMER CARE
4.2.1 USER SURVEYS
User surveys were carried out during 2008 and the results used to look at satisfaction levels
of the different service elements.
Service at reception
Helpfulness of staff
Overall value for money
Café
Changing rooms
Gym
Quality of equipment
General cleanliness
Accessibility of the centre
Parking
Signposting
Ease of booking
Toilet
Info
Opening hours
Availability of equipment
Dereham
2008/09
82.05%
88.46%
77.33%
78.46%
84.72%
84.76%
81.48%
84.62%
88.57%
89.61%
65.54%
83.46%
88.97%
80.97%
88.53%
83.02%
Breckland
2008/09
83.46%
85.73%
80.12%
85.08%
71.06%
90.32%
85.10%
87.57%
86.20%
83.29%
68.55%
75.79%
86.11%
82.09%
86.36%
82.03%
8 9

Dereham Breckland
80% 90% 100%
Opening hours
Toilet
Availability of equipment
Gym
Quality of equipment
Signposting
Dereham top three and bottom three comparisons
2007/08
84.53%
86.27%
81.67%
91.25%
90.00%
79.53%
2008/09
88.53%
88.97%
83.02%
84.76%
81.48%
65.54%
4.01%
2.70%
1.35%
-6.49%
-8.52%
-14.00%
To improve customer satisfaction in signposting to the Leisure Centre brown sign
locations have been submitted to the Council for consideration.
70%
Breckland top three and bottom three comparisons
PERCENTAGE SATISFACTION
30% 40% 50% 60%
Opening hours
Availability of equipment
Café
Parking
Ease of booking
Changing rooms
2007/08
84.38%
80.74%
84.82%
92.20%
86.52%
85.38%
To improve customer satisfaction a proposal for upgrading some changing room
facilities is being considered.
4.2.2 DIRECT INTERNAL CUSTOMER FEEDBACK
Breckland Leisure Centre and Waterworld:
2008/09
86.36%
82.03%
85.08%
83.29%
75.79%
71.06%
1.99%
1.28%
0.26%
-8.91%
-10.73%
-14.32%
20%
st
Breckland Leisure Centre and Waterworld received 278 comments between 1 April 2008
st
and 31 March 2009, these are reviewed daily and reported monthly.
Gym
General Cleanliness
Opening Hours
Accessibility Of The Centre
Toilet
Helpfulness Of Staff
Quality Of Equipment
Café
Service At Reception
Parking
Info
Availability Of Equipment
Overall Value For Money
Ease Of Booking
Changing Rooms
Signposting
10%
0%
Postive feedback:
“Thanks to all the staff for making the event run so smoothly”
“Ben the Gym Instructor is awesome”
“Very nice Receptionist on Tuesday morning”
“Thank you to all the staff who went out of their way to accommodate her and her disabled
son when they attended a Dolphins gala”
Issue 1 Jacuzzi out of action – Action: The pump had broken due to the age and usage and a
new pump had to be ordered. Due to it being a specialist pump delivery took up to a few weeks.
Issue 2 No sound coming from the Cardio Theatres in the Gym – Action: New Digital Terrestrial
Receivers were purchased through the Equipment Lifecycle fund to replace broken units.
10 11

Dereham Leisure Centre:
TOTAL USAGE BRECKLAND LEISURE CENTRE AND WATERWORLD
st
st
Dereham Leisure Centre received 333 comments between 1 April 2008 and 31 March 2009,
of these the most common were:
Positive feedback:
“Great Body Attack Classes”,
“A lovely warm swimming pool ”,
“Staff very friendly and always helpful”
“Classes are brilliant”
35,000
30,000
25,000
20,000
15,000
Issue 1 Would like a better variety of aerobic classes – Action: To improve this we started the
new 'Body' brand of Pump, Combat and Attack, which have all proven very popular.
10,000
Issue 2 Controlling of the temperature within the aerobic studio – Action: Whilst the
temperature is within the agreed zone data sheet specification yoga classes prefer the room a
little warmer. This issue has now been rectified with the additional air conditioning units within
this room as well as in the gymnasium, which will be controlled by the staff and altered when
required.
5.0 ANNUAL PERFORMANCE REQUIREMENTS
(PART 2D REQUIREMENTS)
5,000
0
April
May
June
July
August
September
October
November
December
January
February
March
5.1 QUEST
5.1.1 In line with the contract requirements both centres passed the Quest assessment in the
first year of 2008. Dereham Leisure Centre assessment was carried out in April 2008 and
resulted in an excellent score of 72% which places the centre in the “commended” category
of facilities. Breckland Leisure Centre and Waterworld achieved a score of 68% in November
2008. The staff team at both sites should be highly congratulated for this very positive result.
5.2 PARTICIPATION
5.2.1 During the report period 541,985 visits were made to the two leisure facilities managed
by Parkwood Leisure, with the following throughputs:
Breckland Leisure Centre and Waterworld: 275,195 annual users
Dereham Leisure Centre: 266,790 annual users
30,000
25,000
20,000
15,000
10,000
5,000
0
TOTAL USAGE DEREHAM LEISURE CENTRE
March
February
January
December
November
October
September
August
July
June
May
April
1st April 06 - 31st March 07 1st April 07 - 31st March 08 1st April 08 - 31st March 09
12 13

COMBINED USAGE COMPARISON BRECKLAND LC & DEREHAM LC
Breckland usage comparisons:
60,000
50,000
40,000
The centre throughput has grown by 8.23%, 20,917 users.
Fitness has increased by 34.88%, 13,225 users.
Swimming has decreased by 7.35%, -9,151 users.
Lessons have increased by 51.33%, 16,022 users.
30,000
20,000
10,000
0
1 2 3 4 5 6 7 8 9 10 11
12
Swimming
Lessons
Halls
1st April 06
- 31st
March 07
124,456
31,213
11,503
1st April 07
- 31st
March 08
114,337
53,433
12,626
1st April 08
- 31st
March 09
115,305
47,235
14,983
Variance
9,151
16,022
3,480
% Variance
-7.35%
51.33%
30.25%
1st April 06 - 31st March 07 1st April 07 - 31st March 08 1st April 08 - 31st March 09
Classes
Squash
8,260
1,388
11,810
5,074
11,072
5,397
2,812
4,009
34.04%
288.83%
5.2.2 YEAR ONE TO YEAR THREE COMPARISONS
Bowls
Events
3,657
7,130
9,617
17,227
9,785
9,895
6,128
2,765
167.57%
38.78%
Dereham usage comparisons:
MUGA
Fitness
3,300
37,920
10,410
55,285
6,350
51,145
3,050
13,225
92.42%
34.88%
The centre throughput has grown by 87.49 %, 124,492 users.
Fitness has increased by 145.02%, 29165 users.
Swimming has increased by 47.10%, 40,717 users.
Lessons have increased by 66.06%, 18,603 users.
Pitches
Other
Total
1,144
24,307
254,278
3,274
0
293,093
4,028
275,195
2,884
24,307
20,917
252.10%
-100%
8.23%
* Elements of usage recorded under “other” for 2006.
1st April 06
- 31st
March 07
1st April 07
- 31st
March 08
1st April 08
- 31st
March 09
Variance
% Variance
5.2.3 TARGET GROUP PARTICIPATION
Swimming
Lessons
Halls
86,452
28,160
3,850
97,435
36,882
16,635
127,169
46,763
20,120
40,717
18,603
16,270
47.10%
66.06%
422.60%
5.2.4 Within the Breckland contract, Parkwood Leisure passed all annual performance
measures increasing participation levels through the agreed marketing and sports
development plan.
Classes
Bowls
Events
Fitness
Total
3,725
0
0
20,111
142,298
10,852
9,667
849
45,166
217,486
11,942
10,560
960
49,276
266,790
8,217
10,560
960
29,165
124,492
220.59%
100%
100%
145.02%
87.49%
11-19 year olds
Persons with a disability
60+
Ethnic Groups
Social groups 6 & 7
14 15

5.2.5 Within Breckland, both centres work towards the completion of the Sports
Development Plan that has been agreed with the Breckland Council. Close links have been
formed and a detailed overview is submitted within the monthly reports. The Sports
Development Manager is continually trying to increase access to existing programmes and
establish new initiatives that will ultimately result in an increased and sustained usage.
The Sports Development Plan has been agreed for 2009 and the previous plans have been
completed.
5.2.6 MARKETING PLANS
st
The centres have successfully completed and exceeded all initiatives detailed in the 1 and
nd
2 year of the contract. Breckland council has agreed the 2009 marketing plans, which
st
commenced from 1 April 2009.
5.2.7 LEISURE CARD
A Breckland Leisure Card is a discounted membership allowing people on benefits and
disabilities a membership to access the leisure centres to help improve their health and well
being at an affordable cost.
5.2.8 During the first full year of the contract the 5 year target has been set and extensive
customer surveys are planned for the summer months.
5.2.9 SCHOOL SPORTS CO-ORDINATOR
Parkwood Leisure has been building relations with the local schools surrounding Breckland
Leisure Centre and Waterworld to increase swimming within the curriculum. This
relationship has worked well with Rosemary Musker High School. They now have a regular
block booking for the year ahead to use the swimming pool complex. Strong links are still
maintained at Dereham throughout term time.
5.2.10 11-19 YEAR OLDS
To help improve sporting opportunities for the youth age group Parkwood Leisure has been
hosting many different activities at both Dereham Leisure Centre and Breckland Leisure
Centre and Waterworld. These activity sessions range from a Multi-skills festival at Dereham
in partnership with the Norfolk Competitions Managers. A year 6 sports day was held at
Breckland Leisure Centre and Waterworld in December 2008. 150 students attended the
event which proved very successful in engaging young people into some form of physical
activity. A successful bid was won through Sport England's 'Extended Activity' funding in
January 2009. This was held at Breckland Leisure Centre and Waterworld allowing a
minimum charge of £1.50 for a 2 hour session over a 8 week period giving all students the
opportunity to play and pay various sports including Swimming, 5-A-Side football, Badminton
and Squash. At Dereham Leisure Centre a new 6 week taster football session was
implemented for 8 - 12 year olds, this has again proved very popular as it runs during term
time, a further 12 weeks have been booked.
5.2.11 60 PLUS USERS
At both leisure centres the bowls clubs have been maintaining a steady membership base.
Dereham Leisure Centre has held 2 additional activity sessions offering a range of different
activities, Table Tennis, Badminton, Short Tennis and Swimming to this age group. Parkwood
Leisure also marketed a National Badminton Campaign to help increase participation of the
sport, during this promotion we increased awareness of Badminton.
5.2.12 ETHNIC GROUPS
At Breckland Leisure Centre and Waterworld we marketed and promoted an Ethnic
Minority football tournament, we gained a lot of interest and a greater understanding and
relationship with some key people for holding any future events. Open days and the
translated price lists and programmes are still welcomed and make the enquiry and joining
process much easier for all.
5.2.13 SOCIAL GROUPS D&E NOW 6&7
To assist this target group in using the leisure centre at a very responsible cost we offer the
Breckland Leisure Card, this continues to prove very popular. Also to help we allow all under
3 year olds free use of the swimming pool.
5.2.14 DISABLED USERS
At Breckland Leisure Centre and Waterworld we hosted Presidents Day in June. This is a
major draw for all young children with a disability to gain the benefit of using the leisure
centre's facilities for free. At Dereham a successful GP Referral is in operation offering
people with disabilities, experienced staff to help improve their health and well being
within the fitness area. Within the swimming pool programme a 1 hour session is available
at both leisure centres for Disabled users during the week to encourage the more self
aware to use the leisure centre at an off peak time.
5.3 SPORTS DEVELOPMENT
5.3.1 In partnership with the Breckland Council and Parkwood Leisure a Sports
Development plan was agreed for 2009. The objectives set out for 2008 were delivered.
Parkwood Leisure look forward to making further advances in the services on offer and in
continuing the work to increase the usage of the centres in partnership with
Breckland Council.
5.4 MEMBERSHIP MAPS
The locations of all Dereham Leisure Centre and Breckland Leisure Centre and Waterworld
members can be found in the maps provided.
Red = Dereham Leisure Centre
Green = Breckland Leisure Centre and Waterworld
Maps on Page 18.
16 17

MEMBERSHIP MAPS
5.5 BENCHMARK
In order to compare the performance of the centres with centres of a similar category Sport
England benchmark comparators have been provided using the “family” of centres with
outdoor sports areas for Breckland and without outdoor sports areas for Dereham.
This shows that Dereham is in the top performing 75% quartile of centres for subsidy per
visit and that Breckland Leisure Centre is in the 50% quartile of centres.
The subsidy per visit at Breckland LC is .75p and at Dereham LC is a credit of .30p.
SUBSIDY PER VISIT BRECKLAND LC
-2
-1
0
1
Subsidy
Centre Score = 0.75pence
Breckland Leisure Centre and Waterworld
2
3
4
Lowest
Score
25% 50% 75%
Highest
Score
SUBSIDY PER VISIT DEREHAM LC
-2
Subsidy
Centre Score = 0.29pence
-1
0
1
2
3
Dereham Leisure Centre
4
Lowest
Score
25% 50% 75%
Highest
Score
18 19